Call Centre Agent X6
Location: Meyerton, South Africa
Employer: Midvaal Local Municipality
Contract Term: Fixed-Term Contract until 30 September 2028
Total Package: R151,420.20 per annum (exclusive of additional benefits)
Closing Date: 19 August 2025 at 12:00
About the Role
Midvaal Local Municipality is seeking a customer-focused, professional, and adaptable Call Centre Agent to join our dedicated team. The successful candidate will play a vital role in receiving and dispatching calls, managing complaints, and ensuring that municipal service delivery standards are met. This is a shift-based position and requires a high level of customer service skill, attention to detail, and the ability to work in a fast-paced, pressurised environment.
Minimum Requirements
- Educational Qualifications:
- Grade 12 / Senior Certificate (compulsory)
- Certificate in Call Centre Support, Contact Centre, or Business Process Support (mandatory)
- Languages:
- Fully bilingual in Afrikaans and English (mandatory)
- Knowledge of a local language, such as isiZulu or Sesotho, will be an added advantage
- Technical Skills:
- Computer literacy (MS Word, Excel, PowerPoint)
- Excellent telephone etiquette and communication skills
- Proven ability to deliver high-quality customer service in a professional and polite manner
- Experience:
- At least 2 years of relevant experience in a call centre, customer service, or a similar high-pressure environment dealing with complaints and enquiries (advantageous)
- Personal Attributes:
- Passionate, motivated, and friendly demeanour
- Strong attention to detail and accuracy
- Exceptional organisational and administration skills
- Knowledge of the Midvaal Local Municipality area will be a strong recommendation
- Shift Requirements:
- Must be willing to work shifts:
- Day Shift: 06:00 – 14:00
- Afternoon Shift: 14:00 – 22:00
- Must have reliable transport to and from Midvaal Local Municipality offices
- Must be willing to work shifts:
- Residency Requirement:
- Preference will be given to qualifying candidates residing within the jurisdiction of Midvaal Local Municipality
Key Duties and Responsibilities
Customer Service & Call Management
- Provide comprehensive call centre services, including receiving and dispatching calls in line with municipal service standards
- Register and log complaints in the municipality’s system accurately and efficiently
- Provide timely and professional feedback to customers on the status of their complaints or enquiries
- Enhance the customer service experience by maintaining a polite, helpful, and solutions-focused approach
Service Delivery Compliance
- Ensure all complaints are handled within the turnaround times specified in the municipality’s service charter
- Adhere strictly to municipal policies, procedures, and quality standards in all customer interactions
- Track and follow up on unresolved issues to ensure closure and customer satisfaction
Administrative Support
- Maintain accurate records of calls, complaints, and resolutions for audit and reporting purposes
- Compile daily or weekly call handling reports as requested by management
- Assist in the documentation and improvement of call handling processes
Performance Targets
- Meet and exceed performance goals and service delivery targets set by the municipality
- Participate in training sessions and continuous learning to improve call handling efficiency and service quality
Ad Hoc Tasks
- Perform any other related tasks or duties as assigned by management from time to time, including special projects, system testing, or community outreach support
Remuneration & Benefits
- Total Package: R151,420.20 per annum (exclusive of any additional benefits)
- Fixed-term contract until 30 September 2028
- Opportunities for skills enhancement, training, and professional growth within a municipal environment committed to service excellence
Employment Equity & Inclusion
Midvaal Local Municipality is committed to diversity, inclusion, and representativeness in line with our Employment Equity targets.
- Persons with disabilities are encouraged to apply
- Preference will be given to applicants residing within the municipal jurisdiction and those who promote representativeness in terms of race, gender, and disability
Application Process
Submission Method:
- Apply online via the Midvaal Local Municipality website:
www.midvaal.gov.za
Required Documentation:
- Comprehensive, up-to-date CV (typed and legible)
- Certified copy of ID
- Certified copies of relevant qualifications and certificates
- Proof of residence within the Midvaal Local Municipality area (if applicable)
Important Notes
- Incomplete, unclear, or illegible applications will be disqualified
- All shortlisted candidates will undergo:
- Qualification verification
- Criminal record check
- Security vetting
- Candidates with foreign qualifications must submit a SAQA evaluation letter
- The municipality does not reimburse travel costs for interviews or assessments, except for candidates travelling over 400km for positions on levels 1–4
- Personal information is protected under the Protection of Personal Information Act (POPIA) and will only be used in accordance with the law
- Due to the high volume of applications expected, only shortlisted candidates will be contacted. If you do not receive a response within three (3) months, consider your application unsuccessful
Contact Information
Human Resources Department:
- Tel: (016) 360-7435 / 7432 / 7557 / 7569
NB: The Council reserves the right not to make an appointment to this position.
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